Customer Support Engineer, Rad AI

• 3 + years of experience with customer-facing teams in technical support, technical account management, technical customer success, support engineering, customer solutions, or related functions in software products
• Exceptional communication and interpersonal skills, both written and verbal
• Proven experience remotely supporting enterprise SaaS applications in a complex Windows environment
• Ability to successfully manage multiple open issues with high quality and grace under pressure
• Demonstrated ability to learn and implement new tooling, applications, products, or cloud-based platforms to improve operational efficiency
• Familiarity with customer operational support systems such as Jira and Zendesk or similar

Desirable

• We are seeking an additional Customer Support Engineer to expand this critical function on our team!
• This is an exciting opportunity to join us at a time of incredible growth to help us deliver the best possible technical customer service to our growing product portfolio and roster of physician users across the United States
• Communicate effectively and empathetically with admin and users to understand issues, provide technical guidance, and share status updates on open issues
• Provide thought leadership for our support playbook, including building out support processes and documentation for Rad AI Reporting
• Work closely with the customer and internal engineering teams to triage urgent issues and ensure SLA compliance
• Troubleshoot and debug web applications in a Windows environment, identifying and resolving software defects and performance bottlenecks
• Collaborate with development and QA teams to provide timely feedback and suggestions for improving product reliability and performance
• Willingness to learn and adapt in a fast-paced startup environment
• Be available for occasional night/weekend on-call to address critical severity issues